AccountId: 011433970860
ContactId: 2359033a-203c-4858-bdeb-58b3e93e5c79
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216550 ms
Total Talk Time (AGENT): 78528 ms
Total Talk Time (CUSTOMER): 91154 ms
Interruptions: 1
Overall Sentiment: AGENT=3.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/2359033a-203c-4858-bdeb-58b3e93e5c79_20241231T19:30_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I need to, uh, make, uh, my payments with a credit card since I have.
[CUSTOMER][NEUTRAL] Um, I'm splitting the invoice. I have to call it in. I can't do it online.
[AGENT][POSITIVE] All right, it would be my pleasure to assist you. What is the group number?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] The group number let me look at this.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] 26483.
[AGENT][NEUTRAL] What is the group name and address?
[CUSTOMER][NEUTRAL] BBPM LLC. The address is [PII].
[AGENT][POSITIVE] Thank you. And what is your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, Ms. [PII] and then finally, what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and this is for the December or January invoice?
[CUSTOMER][NEUTRAL] This is for uh December's.
[AGENT][NEUTRAL] December and how much are you wanting to pay?
[CUSTOMER][NEUTRAL] Well, we're gonna pay the entire thing and I'm gonna put half on one credit card and half on the other.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] I got you.
[AGENT][POSITIVE] I got you. If you don't mind holding, Miss [PII], let me get you to a billing representative that can process that payment for you, and it's been a pleasure to assist you, and I hope you have a very happy day here. One moment.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You as well take care.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII]. How are you doing?
[CUSTOMER][NEUTRAL] Hey.
[CUSTOMER][POSITIVE] I'm doing well. How are you?
[AGENT][POSITIVE] I'm doing well, thank you and [PII].
[CUSTOMER][POSITIVE] Happy [PII] to you too.
[AGENT][NEUTRAL] I have group number 26483.
[CUSTOMER][NEUTRAL] 26483.
[AGENT][NEUTRAL] Mhm. BPM.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And she's wanting to pay the December invoice?
[AGENT][NEUTRAL] She has to put it on 2 cards, so she calls in.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And is it [PII] that's calling?
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] All right, you can go ahead and send her over.
[AGENT][POSITIVE] All right, thank you. Let me get her on the line for you and hope you have a wonderful day and [PII]. One moment. Thank you.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Miss [PII], thank you for your patience. I have [PII] on the line. She's going to assist you with processing that payment. Take care.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Hi, this is in the billing department. Um, I understand that you are calling to make a payment on your December invoice, correct?
[CUSTOMER][NEUTRAL] Yes, I gotta use two different credit cards. OK, that's no problem that's why I have to call in.
[CUSTOMER][POSITIVE] No problem at all, getting that pulled up.
[CUSTOMER][NEUTRAL] And that will be the invoice ending in [PII] for [PII].